You Are Not A Frog

Episode 82: Complaints and How to Survive Them Series Episode 3: Surviving the Process

June 08, 2021 Dr Rachel Morris Episode 82
You Are Not A Frog
Episode 82: Complaints and How to Survive Them Series Episode 3: Surviving the Process
Show Notes Chapter Markers

Drs Jessica Harland, Heidi Mounsey and Caroline Walker join us in this episode to discuss how to survive the process of receiving and going through a complaint.

Episode Highlights

[11:12] Why Don’t We Talk About Complaints?

  • So much of a health professional’s self-esteem is based on their career.

[13:47] How People Feel When They Make a Mistake at Work

  • Doctors often feel guilt, shame, anger and frustration. 

[16:42] How to Cope When You Make a Mistake at Work

  • Openly share and talk about complaints. 

[19:17] Miscommunication and Complaints

  • Many complaints are a result of miscommunication.

[21:39] Differences in Handling Complaints

  • It's easier to handle an objectively written complaint about systems and processes.

[27:09] The Importance of Perspective

  • It helps to depersonalise the complaint.

[33:30] How to Look After Yourself

  • Take a break to help you cope. 
  • Keep an eye on the basics.

[37:12] Stop Fixating on Mistakes

  • Be kinder to yourself.

[42:47] Practical Advice for Through a Complaint

[48:22] Three Tips for Surviving While Going Through a Complaint

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Podcast Links

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Doctors’ Experiences Dealing with Complaints
Why Don’t We Talk About Complaints?
How People Feel When They Make a Mistake at Work
How to Cope When You Make a Mistake at Work
Miscommunication and Complaints
Differences in Handling Complaints
The Importance of Perspective
Offering an Apology
How to Look After Yourself
Stop Fixating on Mistakes
Practical Advice for Through a Complaint
Three Tips for Surviving While Going Through a Complaint